Senior Customer Success Manager - US East [IC3]

Sourcegraph is a leading code intelligence platform that empowers developers to build software efficiently. The Senior Customer Success Manager will manage enterprise accounts, ensuring customers derive significant value from Sourcegraph's products while driving adoption and engagement.

Responsibilities:

• Manage a book of 15-20 enterprise accounts, helping developers get real, measurable value out of our products
• Own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion
• Analyze telemetry and adoption patterns, leading enablement sessions, driving strategic customer conversations, and partnering closely with Named AEs and Field Engineers to expand customer value over time
• Build relationships with your team, Named AEs, and Field Engineering counterparts
• Learn our product, value proposition, customers, and internal processes
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph
• Begin taking over your first accounts and establishing yourself as a trusted point of contact
• Own regular customer cadences, developing a strong understanding of customer workflows, use cases, and business priorities
• Build value narratives and monitor adoption health signals across your book of business
• Identify customers requiring additional enablement, executive alignment, or risk mitigation, and prioritize accordingly
• Independently lead product trainings, workflow discussions, and enablement sessions without relying on Field Engineering for standard engagements
• Partner with Named AEs on renewals, expansion opportunities, and strategic account planning
• Begin identifying opportunities to expand adoption across additional teams, workflows, and use cases through multithreading and deeper stakeholder engagement
• Lead strategic conversations with technical and executive stakeholders, helping customers connect Sourcegraph adoption, AI-assisted workflows, and broader platform usage to measurable engineering and business outcomes
• Drive broader adoption across your accounts, increasing usage of Deep Search, MCP, and consumption-based capabilities
• Serve as the voice of your customers internally, partnering with EPD, PMM, Support, and Sales to influence product direction and customer strategy
• Build strong multithreaded relationships across engineering, platform, security, and executive stakeholders within your accounts
• Run internal business reviews and customer-facing QBRs with clear value narratives, measurable outcomes, and documented KPIs
• Participate in onsite engagements and strategic customer discussions

Requirements:

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar; the title matters less than the experience)
• Prior experience in a technical SaaS environment
• Demonstrated comfort presenting to customers or technical audiences
• Strong communication, prioritization, and stakeholder management skills
• Background in developer tooling, observability, infrastructure, or adjacent technical products
• Experience working with a large, varied book of business
• CS, engineering, or technical undergraduate background